Users remain uncertain about the value of service level agreements while service providers often fail to meet guaranteed target levels, says Yankee Group in "Service-Level Agreements: Real Benefits or Empty Promises?".

Service providers often insert onerous clauses that leave enterprises in an insecure position; guarantees are becoming more granular but exclusions devalue them; few suppliers offer proactive target levels; and there are limited guarantees for on-going service upgrades and changes.

Suppliers with automated, web-based interfaces for reporting and managing trouble tickets and SLA performance should be given higher ranking in the selection process.